How do you share house manual with your guests?

[Dev4]

Dear Hosts,

I am creating this post to learn how fellow hosts share house manual with their guests. We follow a tedious but effective process as outlined below:

1. Upon confirmation of booking, we ask the guests for their email address

2. Email the house manual one week prior to arrival

3. Follow up the email with repeated messages to make sure that they have read or atleast glanced at the instructions

Despite the rigorous process, we find that a few guests that do not read the instrcutions or call upon arrival for instructions. However, I find the process very tedious and cumbersome.

Airbnb platfom has a house manual section where the instructions can be uploaded and only shared with confirmed guests. I do not feel comfortable with that because the guests can cancel and they have the instructions to access the place. 

There are other systems out there that automate the messaging (e.g. Guesty), but haven't tried them. 

Looking forward to hearing your comments!

Regards,

Dev4

[Amy-and-Brian0]

@Dev4 We use the house manual section of the listing pretty much exclusively as we have self-check ins for our listings.

Immediately after booking we send a canned message saying "Read the house manual" and where to find it. Most people do read it. But only "most"...

We then point people to it even if they call or text saying "what do we do to check in?".
Our answer is always "Please read the house manual." We've put a lot of details in there and it's tiring to type it all back or explain it over the phone. Sorry you didn't read it but that's the answer...

Anyway, we are ok doing this even for cancelled guests as they can't access the listing if we remove them from the security system. If you have self check in, you might want to invest in a wifi connected door knob. So even if they know the address to the home, they can't get in after you change your code specific for them. Just an idea.

[Thomas2815]

Hi, I have been looking for house manual section but can't locate it on my host section.  Can you let me know where to find it.  Thank you, 

[Sybe]

Hi @Thomas2815 ! You can find more info and tips on house/guest manuals here. On the Help Center there's also an article on how to add a guest manual to your listing. 😃

[Donna240]

@Dev4

I don't have a house manual because my experience has been that most people neither fully read the descriptions prior to booking, nor do they read manuals. I live upstairs and encourage guests to email me or ring my bell if they have any questions. I give them a short orientation about how to use appliances, heating etc. upon arrival. If they have questions about restaurants I email them a list of my favorite neighborhood restaurants with reviews and photos.

Since you have a different situation, I would suggest that you do not include instructions on gaining entry to your property until the day of arrival through an email. I like your idea of emailing your guide ahead of arrival, and believe you would feel it less combersome if you did not expect a response or confirmation if having read it by the guests. You sending it ahead of time shows your interest in the guest having an optimal experience at your property. That's certainly enough. You can lead a horse to water.....

[Jenny-and-Tom0]

Guesty is good but I like https://superhosttools.com.  I use it to send a bunch of messages including my check-in message 2 days before arrival with answers to questions that guests often ask like where to park, the wifi code, key lockbox code/location, etc.  I also have the house manual with more details like recommended restaurants and events and instructions on how to use the dishwasher etc but guests never read that.   

I also use superhost tools to send a check-up message to the guest's first morning asking them how they are doing, if they need anything and reminding them about the house manual on Airbnb.  Works like a charm and I would say 99% of my guests don't ever ask more questions.

Once you start using automated messaging you'll never go back.  Highly recommended.

[Emilia42]

@Dev4,  about 3-5 days before arrival I send the guest directions/check-in instructions. My blurb is about 3 paragraphs and I send it manually using a saved message and it takes me about 30 seconds to fill in the guests names/the date/the door code. To my knowledge, every guest has read it.

I have a binder on the kitchen table that has all of my house information. Wifi codes, instructions on how to use appliances, tv troubleshooting, tips and tricks, recommendations, etc. I don't send any of this information ahead of time and I have never gotten a question or request asking me too.

[Gil80]

I built a new tool for hosts that I thought might interest you. It's a mobile digital guidebook (no app install required) that allows you to share information about the house and about tourist activities in your area.

I decided to build it after seeing that the existing guidebooks out there either lacked important features, were difficult to operate or were too expensive.

If you're interested in trying it and are willing to share feedback, I'd be happy to give you free and unlimited access to the tool - please contact me at ***

**[E-mail address removed - Community Center Guidelines]